Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Languages
Timeline
Generic

OMKAR DEEPAK DABADE

Pune

Summary

Process Excellence Specialist specializing in incident management, ServiceNow administration, and Azure oversight. Demonstrated success in improving ITSM metrics and service quality through strategic process management initiatives.

Overview

7
7
years of professional experience

Work History

Process Excellence Specialist

Amdocs
06.2025 - Current
  • Oversaw service level management and incident management to enhance ITSM metrics and service quality.
  • Governed workflow in ServiceNow, assessing service impact dependencies and risk management.
  • Validated knowledge management processes by reviewing KB articles for accuracy and relevance.
  • Documented processes related to ITSM tools and frameworks for improved clarity and compliance.

Technical Process Specialist

Infosys
05.2022 - 06.2025
  • Managed ServiceNow, Genesys, Avaya, and IT Service Desk to resolve hardware, software, and network issues.
  • Administered Microsoft Intune for device management, ensuring compliance with policies.
  • Oversaw incident management processes to guarantee timely resolutions within SLAs.
  • Provided L2 and L3 end-user support for diverse technical challenges.
  • Optimized system performance through regular maintenance and efficient software installations.
  • Supported enterprise applications like Microsoft 365, SAP, Oracle, and Microsoft Azure.
  • Mentored junior staff through structured coaching to enhance technical skills.

Business Development Associate

Byju's
06.2021 - 05.2022
  • Executed strategic business plans to drive growth and performance in EdTech sector.
  • Achieved consistent KPIs across sales, marketing, and business development targets.
  • Directed cross-functional teams to enhance client engagement and align strategies with goals.
  • Improved technology systems, boosting operational efficiency and meeting performance metrics.

CS Associate (L-2 CS Operations)

Amazon
11.2019 - 06.2021
  • Spearheaded team huddles and client meetings to enhance communication and address operational challenges.
  • Delivered exceptional customer service through phone, email, and live chat, ensuring prompt issue resolution.

Customer Service Executive

IRCPL (Big Basket)
05.2018 - 05.2019
  • Resolved technical issues related to mapping and validation, enhancing customer service quality.
  • Delivered troubleshooting solutions across multiple platforms to improve operational efficiency.
  • Utilized Excel, PowerPoint, and Word for reporting and administrative tasks, demonstrating proficiency in Office 365.

Education

MBA - Operations & SCM

Pune University
Pune
01.2022

BCA - Science

Pune University
Pune
01.2020

HSC - PCMB

Maharashtra Board
Pune
01.2017

SSC -

Maharashtra Board
Pune
01.2014

Skills

  • Active Directory management
  • Technical issue resolution
  • Remote access protocols
  • Microsoft Exchange and OneDrive support
  • Computer hardware support
  • System installation and maintenance
  • Azure and Intune management
  • Office 365 administration
  • Network monitoring
  • Incident and change management
  • ServiceNow administration
  • Technical support services
  • Risk assessment
  • IT service management
  • Process optimization strategies
  • Client engagement techniques
  • Problem-solving skills
  • Strategic planning abilities
  • Effective communication skills
  • Workflow governance practices
  • Six Sigma methodologies
  • Process mapping techniques
  • Process flow analysis methods
  • Data analysis skills
  • Cross-functional collaboration
  • Project management expertise
  • Root cause analysis techniques
  • Multitasking proficiency

Accomplishments

  • MS-CIT Certification
  • Google Fundamentals of Digital Marketing
  • I-STAR Certificate of Appreciation (Infosys)
  • ITIL 4 Foundation Certification (Infosys)
  • Extra Mile Award by Client (Infosys)
  • Advanced Lean Six Sigma Yellow Belt Certification
  • State-Level Cricket Player

Personal Information

  • Date of Birth: 09/28/97
  • Nationality: Indian
  • Marital Status: Single

Languages

  • English
  • Marathi
  • German
  • Hindi

Timeline

Process Excellence Specialist

Amdocs
06.2025 - Current

Technical Process Specialist

Infosys
05.2022 - 06.2025

Business Development Associate

Byju's
06.2021 - 05.2022

CS Associate (L-2 CS Operations)

Amazon
11.2019 - 06.2021

Customer Service Executive

IRCPL (Big Basket)
05.2018 - 05.2019

MBA - Operations & SCM

Pune University

BCA - Science

Pune University

HSC - PCMB

Maharashtra Board

SSC -

Maharashtra Board

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